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  1. Jira Service Management Cloud
  2. JSDCLOUD-12805

Duplicate (same name) SLAs cause Automation Error: "Error running JQL search to find issues breaching SLA"

    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Medium Medium
    • SLA
    • None

      Issue Summary

      When purchasing Jira Service Management and having the a sample ITSM Service Project you can see there may be two duplicate "Time to resolution" SLA Custom Fields. It is not yet determined if this happens for other SLAs as well, but worth noting that it is a possible issue with others.

      Steps to Reproduce

      1. Create a new test site that has the JSM Product and ensure there is an "ITSM Sample Space" Service Project on the Jira site. Check the Custom Fields page in Issues, you will see there are two duplicate "Time to resolution" SLAs, which apparently are created at the same time, based on the backend database information.

      Example where there are two Time to resolution SLAs:

      Custom Field Name Description Created Updated
      Time to resolution This custom field was created by Jira Service Management. 2021-11-04T21:50:47.794056Z 2021-11-04T21:50:47.794056Z
      Time to resolution This custom field was created by Jira Service Management. 2021-11-04T21:50:48.532937Z 2021-11-04T21:50:48.532937Z

      Expected Results

      There are no duplicate SLAs with the same name on the Jira site

      Actual Results

      There are duplicate SLAs with the same name on the Jira site, which is causing automation errors/failures.

      Workaround

      There are two options you can do to resolve this problem:

      • You can deleted the SLA manually from the Sample Service Project. This can be done by navigating to Project Settings > SLAs > Navigate to the duplicate SLA (that you found within the Issues > Custom Fields page) > click the three dot icon (...), select Delete. This will remove the same space Time to resolution duplicate SLA:
      • If the duplicate SLA is not in use you can delete it from: Settings > Products > Jira Service Management - Configuration and scroll to near the bottom of the page to delete the "not in use" duplicate SLA. In this case both SLA's are being used so you will need to manually delete the Sample Space SLA instead:

      Related Knowledge Base Article w/ Workaround

          Form Name

            [JSDCLOUD-12805] Duplicate (same name) SLAs cause Automation Error: "Error running JQL search to find issues breaching SLA"

            The root cause is fixed and the data clean up can be taken upon support request.

            Prasanna Bhat added a comment - The root cause is fixed and the data clean up can be taken upon support request.

            Kashish Punjani added a comment - - edited

            PR for the fix has been merged and will be rolled out to prod slowly.

            Kashish Punjani added a comment - - edited PR for the fix has been merged and will be rolled out to prod slowly.

            Root cause fixing is prioritized for this bug in upcoming sprint work https://hello.atlassian.net/browse/SLA-1456.

            Kashish Punjani added a comment - Root cause fixing is prioritized for this bug in upcoming sprint work https://hello.atlassian.net/browse/SLA-1456 .

            This issue is occurring due to parallel threads (concurrency) during parallel project creation. The final solution will be to acquire a lock on the customFieldName before creating, and then release the lock. More details https://hello.atlassian.net/wiki/spaces/~218570056/pages/2476537232/Repeated+CustomField+Name+For+a+Site

            We will be prioritising the implementation as part of sprint work.

            Kashish Punjani added a comment - This issue is occurring due to parallel threads (concurrency) during parallel project creation. The final solution will be to acquire a lock on the customFieldName before creating, and then release the lock. More details https://hello.atlassian.net/wiki/spaces/~218570056/pages/2476537232/Repeated+CustomField+Name+For+a+Site We will be prioritising the implementation as part of sprint work.

              29ed133215ce Kashish Punjani
              68fd6ffad335 Christian Beaulieu (Inactive)
              Affected customers:
              6 This affects my team
              Watchers:
              8 Start watching this issue

                Created:
                Updated:
                Resolved: